Technical Services

Service Solutions

Masimo’s service and repair network includes strategically placed depot repair facilities around the world. Our repair depots are staffed with factory trained personnel and include the latest in patient monitoring test equipment.

Normal business hours for telephone support are noted below. During non-business hours and on Masimo-observed holidays, response time for speaking with a qualified technical services representative will be within 2 hours (typically under 30 minutes). Emergency services may be available after normal business hours. See below for local contact numbers.

Protect Your Investment

In today’s fast-paced medical environments, accidents happen and equipment can become damaged. Because caregivers and patients depend on that equipment, downtime must be kept to an absolute minimum. Masimo offers multiple service options to meet all of your support needs.

Protection+ for devices (PN 8010) – Complete coverage for all Masimo devices, giving you peace of mind for those frequent, unpredictable incidents.

Protection+ for SafetyNet (PN 2458) – Expanded coverage to keep your Patient SafetyNet™* system in top form and always up to date.

Out of Warranty Repair (PN 3038) – All out-of-warranty repairs are completed at one low flat rate, eliminating the time that a device is out of service waiting for a repair quote.

Expedited Replacement (PN 2545) – For those situations where you need a device in less than the standard turn-around time, we can expedite your repair. This low cost, per-event charge allows you to receive a fully refurbished replacement or a loaner unit shipped the next business day.

Protection+ for Devices

In addition to the standard limited warranty that comes with all Masimo devices, additional protection is available with Protection+, which is purchased with the device or system. Protection+ is designed to maximize product uptime, improve efficiency, and protect your budget from unpredictable repair costs.

Protection+ for SafetyNet

Protect the system that keeps your patients protected

Masimo Protection+ is not only available for your Masimo devices; it now offers expanded coverage for the Masimo Patient SafetyNet system. Protection+ for SafetyNet includes unlimited phone and remote support as well as on-site service when required. This unique service offering covers software updates and upgrades and provides discounts on newly released appliances giving you a path to Masimo’s latest technology at all times.

Extended Warranty*

Protection+

Support by Phone

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Support by VPN

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Hardware Repair or Replacement

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Software Updates (.x)

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Product Specialist Training (onsite)

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Software Feature Upgrades (.x)

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On-Site Response/Hot Spare (NBD/Best Effort)

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Rapid Response on Hardware Replacements

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Masimo Technical Services has won the 2011, 2012, 2013, 2014 and 2015 NorthFace Scoreboard Awards. This award is presented annually by Omega Management Group Corp. to recognize organizations that not only offer exemplary customer service but who are also committed to and are successful in exceeding their customer’s expectations. “Due to its unique ‘customer only vote’ criteria, the NorthFace ScoreBoard Award has been viewed as the only objective benchmark for excellence in customer service.”

* The use of the trademarks PATIENT SAFETYNET is under license from University Health System Consortium.